We recently touched on the importance of customer experience and how companies large and small are tuning into this relatively new business area. However, with the advent of customer experience, we can’t forget about good old customer service. Customer service is a company’s backbone, and plays a central part in any business’s success. Yet, in these ever-changing times, traditional customer service methodologies are no longer making the cut. Customers have higher expectations, there is greater competition in the market, and support is no longer an ancillary entity, but rather an integral part of the customer experience. As consumer demands increase, innovating with the changing atmosphere is necessary. As a small business, it’s the time to up the ante and refresh your customer service strategy.
Your loyal satisfied customers are the ones that help keep you in business through their return visits and customer referrals. For that reason, they should also be your biggest brand advocates. With the right strategy, you can turn your most loyal customers into your top social influencers.
The satisfied customer is like a secret weapon in your marketing campaign. Once they’ve agreed to be a brand advocate, you suddenly have a train of word of mouth advertising that can generate you more leads than any of your other advertising campaigns. In fact, 80 percent of people are likely to use word of mouth to influence their purchasing decisions. Leveraging satisfied customers allows you to spread the good word about your brand in a way that your customer base can relate.